topic Re: Sky Q Box Issues and replacement in Sky Q

Sky Q Box Issues and replacement

whitecottageandy — Thu, 29 Jun 2023 12:13:29 GMT

Over the last 2-3 years my Sky Q box would display various traits - recordings failing, playback not possible, mini preview box not working, fan on 100% and box stuck on blue screen etc. This would happen infrequently and was fixed with a reboot. These days of course we hardly need to record anything so I was never too bothered. Eventually this became more frequent and ultimately needed a reboot multiple times a day. I had been through all the resets, hard disk etc. so I decided to call Sky. I never did find a phone number and ended up on the AI cha, answered yes to a few questions, "try a reset", "try reformatting the HDD" etc, and eventually he said "we've sent you a replacement box (free)". This arrived the following day. Instructions and process all good and new box working well. Well done Sky, excellent service. I wish I'd done it years before!

Would be fascinated to know what the problem was. Never had any error reported from the box. Software had been refreshed and HDD reformated, so maybe heat or PSU issues??

Re: Sky Q Box Issues and replacement

Daniel0210 — Thu, 29 Jun 2023 12:21:30 GMT

@whitecottageandy wrote:

I never did find a phone number

If you need to call Sky in the future, if you already have a Sky Mobile or a Sky Talk landline call free by just dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

Be aware that as with most large companies nowadays the start will be automated and these automated responses may try to send you to the forum.

Would be fascinated to know what the problem was. Never had any error reported from the box. Software had been refreshed and HDD reformated, so maybe heat or PSU issues??

Sky won't provide feedback on here regarding any investigation they may have carried out on your returned box.

Re: Sky Q Box Issues and replacement

Southpole — Thu, 29 Jun 2023 19:43:53 GMT

@whitecottageandy Glad to see you got your problem sorted. Curious as to how/what means you used to return your old box after the new one was delivered next day?

Re: Sky Q Box Issues and replacement

Daniel0210 — Thu, 29 Jun 2023 19:51:06 GMT

@Southpole wrote:

Curious as to how/what means you used to return your old box after the new one was delivered next day?

@Southpole

@whitecottageandy will perhaps correct me if I'm wrong but it was probably a doorstep box swap.

Re: Sky Q Box Issues and replacement

whitecottageandy — Thu, 29 Jun 2023 21:10:02 GMT

Yes, box swap. Very simple - courier got me to take the new Sky Q package out of the brown delivery box and put into that, the old box (+ remote, psu and hdmi). He had a return label for it.